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Call Center Humor

1). Tech Support: "I need you to right -click on the Open Desktop." Customer "Ok." Tech Support: "Did you get a pop -up menu?" Customer: "N…

Started by Darren Prine

1 Aug 24, 2011
Reply by Henry Milton

Call Center Agent Compensation

3 quick questions on this topic. 1)Does anyone compensate their agents based on skill acquisition? 2)If so, what do you use to determine a…

Started by Kathy Rodine

4 Aug 24, 2011
Reply by Henry Milton

ACD & WFM Consultants (Avaya, Aspect, IEX, Verint, Cisco, Genesys, Nortel, i3)

I am looking for some integration support for the above mentioned ACDs & WFMs.  If you have experience with any of the above, I would l…

Started by Paul Houle

3 Jul 16, 2011
Reply by Yonas Melka

Request for help re call center scripting practices

I have been engaged by a law firm as expert witness for customer service in their defense of a client against charges by a government agenc…

Started by Eric Fraterman

0 Jul 13, 2011

Measurements for benefits of centralized call centers?

Hello everyone,   I am an intern in the Thai subsidiary of a big multinational company. My current task is to research information about ca…

Started by Christan Müller

2 Apr 13, 2011
Reply by Ronnie Jones

Has anyone read Vested Outsourcing? What are your thoughts?

So I just cracked open my new book called "Vested Outsourcing" and it is really interesting.  I am only a couple chapters deep, but would r…

Started by Michael C McMillan

1 Feb 2, 2011
Reply by Kathryn Jackson

Triple Read Program

Hello Members,    I am currently running a payday loan program and as we know, it's not profitable as a stand alone process. I am working o…

Started by Czar M. Cabello

3 Dec 23, 2010
Reply by RS

Excess capacity from late October through spring

I have a customer that has both inbound call center capacity and broad logistic capability through the winter. Their business season is fro…

Started by Bill Haeffner

3 Nov 22, 2010
Reply by Omar Severino

At Home Agents

Hello All!I am the Telecom Admin for a retail call center with about 50 active representatives.  We have been investigating allowing our mo…

Started by William Saunders

1 Nov 18, 2010
Reply by Darren Prine

Resource Guide: Transitioning from Old QA to New Analytics-Enhanced Quality Assurance

The Quality Assurance (QA) process for most contact centers has been a cumbersome undertaking for three decades. Now, there is a better way…

Started by Patrick Botz

1 Sep 28, 2010
Reply by Sarah Kennedy

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